A Comparative Study on Cloud-Based Call Center & On-Premise Call Center

0
28

In terms of cost, flexibility, and business expansion, deciding between an onsite and cloud-based phone service is a significant decision. The equipment, software, and infrastructure required to run a call centre are all housed in a separate physical location from the agents who operate the phone system. On the other hand, the cloud allows businesses to host their call centre technology in a way that is not limited by physical or geographical boundaries. Here mentioned are the difference between cloud-based call centers and on-premise call centers:

Cloud-Based Call Center

You know that anything in the cloud can be accessed online. Rather than on local machines at a company’s physical headquarters, it simply implies that all outbound and inbound client conversations are handled at the call centre. All customer contacts with a cloud-based call centre that take place online and may be done from any location with an internet connection, including phone, text, email, and social media. The information required to carry out these interactions is not kept in a single location but dispersed over numerous remote data centres and corporate servers. It is retrieved, put together, and supplied quickly when agents need it. Cloud based call centers comes with multiple facilities like call recording, call routing, concurrent calls, IVR, etc.

On-premise Call Center

Corporations have used onsite call centres to manage their client interactions. These call centres are location-based, with all of the infrastructure, software, and hardware required for the call centre to run in one location on company-owned, dedicated servers. The continuing upkeep of these servers and updating them every few years or whenever new functionality is required falls under the purview of an organization’s internal IT team. With an on-premise call centre, employees often work locally using company equipment, such as a desktop computer, headset, and a hardwired connection to access their job software.

Major Differences

  • Setup Price & Ongoing Cost:

Regarding prices, selecting between an on-premise call centre versus a cloud-based call centre entails deciding between one-time fees and recurring costs. The initial cost of setting up an on-premise call centre is high due to the need for hardware, labour, office space, and other expenses. As technology advances, you will need to update the system every few years, costing you money each time. A cloud-based contact centre is inexpensive to set up and is instead financed through a regular monthly membership charge.

  • Flexibility:

Onsite call centres are challenging to modify once deployed. For instance, upgrading your technology and buying new phones when adding agents to your team. These increase expenditures in the short term, but if you have to trim back because of seasonality or unavoidable events, you will have an excess of extraneous gadgets. You should choose the best call center software in India.

Your customer support or sales professionals can do their work once they are physically present at their desks. Scaling, managing, and customizing call centre software runs in the cloud is significantly simpler. No additional gear is required, and any changes to your monthly billing will be communicated. Features built into a cloud-based platform will be of great value to seasonal firms and those wishing to scale.

  • Reliability:

Many organizations rely on onshore call centres to avoid delays or unreliable call quality. While problems with voice quality may be prevented by using regular phone service, relying solely on physical technology has inherent disadvantages. Your phone provider might phase out the equipment, or in the case of IP PBX, it might stop working with your software.

These hardware problems are not an issue for cloud-based phone systems. Additionally, most dependability and call quality problems sometimes attributed to VoIP are caused by something other than flaws in the technology itself but rather by a poor internet connection.

  • Collaboration:

The goal of call centre software should be to improve teamwork among your workers. The inability to integrate non-cloud-based products into other communication channels like chat, email, and customer relationship management platforms is inherent (CRMs). The interaction between the phone and these other instruments is improved by cloud-based call centre software since sharing information between different programs is simple.

Final Thoughts

Cloud-based call centres can be swiftly set up with cheaper initial expenses, scaled, and updated, and 100% of the interactions are recorded for easy call quality monitoring. You may only pay for the hardware you need with an on-premise call centre solution, which provides complete control over your infrastructure and software.